Bet365 doesn't stick to its own rules
Bet365 voided bets on a friendly soccer match due to a change in the game time although the rules clearly say:
"90 Minutes Play
All match markets are based on the result at the end of a scheduled 90 minutes play unless otherwise stated. This includes any added injury or stoppage time but does not include extra-time, time allocated for a penalty shootout or golden goal. Bets on any match that finishes before the completion of 90 minutes play, unless otherwise stated, will be void; except for those bets the outcome of which has already been determined at the time the game finishes. The market must be fully determined for bets to stand, for example, First Player to Score or Time of the First Goal bets will stand provided a goal has been scored at the time the game finishes.
The exceptions to this rule are in relation to friendly matches, where all match markets will be settled based on the actual result when the game finishes (excluding any extra-time), irrespective of whether the full 90 minutes is played, and Beach Soccer where markets are specifically settled on 36 minutes play only."
b365's Statement:
*this was not the only bet affected by the void. I placed more than 70 bets on that match.
In reply to my previous email:
The bets on the totals stand. The bets on -Handicaps, -AHCs have been voided.
This is unacceptable as the matches of this tournament are from now on clearly displayed as "Friendly Match - 70 mins play" which means b365 is contradicting itself.
How can they say the first match was not a friendly match if they classify all the upcoming matches within that tournament as "Friendly Match - 70 mins play"?
"90 Minutes Play
All match markets are based on the result at the end of a scheduled 90 minutes play unless otherwise stated. This includes any added injury or stoppage time but does not include extra-time, time allocated for a penalty shootout or golden goal. Bets on any match that finishes before the completion of 90 minutes play, unless otherwise stated, will be void; except for those bets the outcome of which has already been determined at the time the game finishes. The market must be fully determined for bets to stand, for example, First Player to Score or Time of the First Goal bets will stand provided a goal has been scored at the time the game finishes.
The exceptions to this rule are in relation to friendly matches, where all match markets will be settled based on the actual result when the game finishes (excluding any extra-time), irrespective of whether the full 90 minutes is played, and Beach Soccer where markets are specifically settled on 36 minutes play only."
b365's Statement:
Having reviewed the previous emails, I can see that this bet has already been raised as a settlement query, this was then reviewed by our Sports Settlement Team.
However, I appreciate that you may believe this was a friendly match. As such, I have spoken with our Sports Settlement team again to ensure that this bet is settled correctly. They have confirmed to me that there are discrepancies as for whether the match was a friendly match or not.
With this in mind, our Trading Team have made the decision to settle all bets on this match based on the match being a normal 90 minute match. I can only apologise that this has meant your bet is Void. I appreciate that you may be unhappy with this, however our Sports Settlement Team have confirmed that the settlement from our side is correct and will not change unfortunately.
In regards to your bet, I understand that this was originally settled as a winning bet*, returning €26.56 to your account. The returns were then removed and your stake amount was returned, for the amount of €7.81.
In line with this, I would be more than happy to offer you the amount of €19.00 in the form of Bet Credits to cover the difference of these two amounts.
You can use your Bet Credits to stake bets without risking your own cash by selecting Use Bet Credits on the bet slip. Your Bet Credits are non-withdrawable and Bet Credits stakes are not included in any returns. Any returns from bets placed with Bet Credits will be added to your Withdrawable Balance.
If you wish to accept this offer, please confirm so in your response. Please also confirm your four digit security number. Once confirmed, we would be more than happy to credit this for you.
Thank you, in advance, for your cooperation and understanding in this matter.
However, I appreciate that you may believe this was a friendly match. As such, I have spoken with our Sports Settlement team again to ensure that this bet is settled correctly. They have confirmed to me that there are discrepancies as for whether the match was a friendly match or not.
With this in mind, our Trading Team have made the decision to settle all bets on this match based on the match being a normal 90 minute match. I can only apologise that this has meant your bet is Void. I appreciate that you may be unhappy with this, however our Sports Settlement Team have confirmed that the settlement from our side is correct and will not change unfortunately.
In regards to your bet, I understand that this was originally settled as a winning bet*, returning €26.56 to your account. The returns were then removed and your stake amount was returned, for the amount of €7.81.
In line with this, I would be more than happy to offer you the amount of €19.00 in the form of Bet Credits to cover the difference of these two amounts.
You can use your Bet Credits to stake bets without risking your own cash by selecting Use Bet Credits on the bet slip. Your Bet Credits are non-withdrawable and Bet Credits stakes are not included in any returns. Any returns from bets placed with Bet Credits will be added to your Withdrawable Balance.
If you wish to accept this offer, please confirm so in your response. Please also confirm your four digit security number. Once confirmed, we would be more than happy to credit this for you.
Thank you, in advance, for your cooperation and understanding in this matter.
In reply to my previous email:
1) The match was: Soccer - Mauritania Women v Spain U19 Women - Friendly Match 70 Minutes
2) I placed several live bets containing -Handicaps, -AHCs, Totals (Over) and other types of bets.
3) The final result was Spain U19 Women 11-0 (5-0) Mauritania Women. All the bets had been correctly graded when the match was over. Bets on -Handicaps had been graded as 'won'.
4) One day later you voided all the bets containing -Handicaps and -AHCs but bets on Totals still stand.
As I was told by a live chat agent the reason for the void was an unexpected change in the game time: 2x35 minutes instead of the regular format 2x45 minutes.
5) However, as it was a friendly match the rules say that a change in the game time does not result in a void of the bets.
Here is the quotation of the rule: "90 Minutes Play
All match markets are based on the result at the end of a scheduled 90 minutes play unless otherwise stated. This includes any added injury or stoppage time but does not include extra-time, time allocated for a penalty shootout or golden goal. Bets on any match that finishes before the completion of 90 minutes play, unless otherwise stated, will be void; except for those bets the outcome of which has already been determined at the time the game finishes. The market must be fully determined for bets to stand, for example, First Player to Score or Time of the First Goal bets will stand provided a goal has been scored at the time the game finishes.
The exceptions to this rule are in relation to friendly matches, where all match markets will be settled based on the actual result when the game finishes (excluding any extra-time), irrespective of whether the full 90 minutes is played, and Beach Soccer where markets are specifically settled on 36 minutes play only."
6) This means you didn't apply your own rules in this case.
So I would like to ask you to review the case once more. Please regrade all the bets you have mistakenly voided. The match was a friendly match, not a competitive one which means the bets must stand according to your rules.
2) I placed several live bets containing -Handicaps, -AHCs, Totals (Over) and other types of bets.
3) The final result was Spain U19 Women 11-0 (5-0) Mauritania Women. All the bets had been correctly graded when the match was over. Bets on -Handicaps had been graded as 'won'.
4) One day later you voided all the bets containing -Handicaps and -AHCs but bets on Totals still stand.
As I was told by a live chat agent the reason for the void was an unexpected change in the game time: 2x35 minutes instead of the regular format 2x45 minutes.
5) However, as it was a friendly match the rules say that a change in the game time does not result in a void of the bets.
Here is the quotation of the rule: "90 Minutes Play
All match markets are based on the result at the end of a scheduled 90 minutes play unless otherwise stated. This includes any added injury or stoppage time but does not include extra-time, time allocated for a penalty shootout or golden goal. Bets on any match that finishes before the completion of 90 minutes play, unless otherwise stated, will be void; except for those bets the outcome of which has already been determined at the time the game finishes. The market must be fully determined for bets to stand, for example, First Player to Score or Time of the First Goal bets will stand provided a goal has been scored at the time the game finishes.
The exceptions to this rule are in relation to friendly matches, where all match markets will be settled based on the actual result when the game finishes (excluding any extra-time), irrespective of whether the full 90 minutes is played, and Beach Soccer where markets are specifically settled on 36 minutes play only."
6) This means you didn't apply your own rules in this case.
So I would like to ask you to review the case once more. Please regrade all the bets you have mistakenly voided. The match was a friendly match, not a competitive one which means the bets must stand according to your rules.
This is unacceptable as the matches of this tournament are from now on clearly displayed as "Friendly Match - 70 mins play" which means b365 is contradicting itself.
How can they say the first match was not a friendly match if they classify all the upcoming matches within that tournament as "Friendly Match - 70 mins play"?
